I haven't received any email about my order, was it placed? Good question! We send out an Order Confirmation email shortly after placing your order so that you can make sure to have a receipt. If you did not receive one, and it is not in your spam folder, it is possible the order was not fully placed or that your email was entered incorrectly. Please contact us via our email at email@example.com and we’ll make sure it gets straightened out.
Where is my order? Please check your inbox for a shipping confirmation email.
If this doesn’t work, please contact us at firstname.lastname@example.org. We’ll need the name of the recipient, the email address used to place the order, and the order number. Once we have that, we will get back to you with additional details on your order status.
My package is missing, what should I do? If you have not received your package in a timely manner, it may have been lost in transit or is stuck in customs. Please email us at email@example.com so we can personally take care of your situation and get your items delivered ASAP! If your order is marked as delivered on the shipping company's tracking page, we are not responsible for missing parcels.
My order is being returned to Coordinatesjapan, what should I do? Undeliverable orders due to customer or address error will require reshipment. If this happens, we want to make sure you receive your order. You will need to cover the cost of the second shipping attempt. Only after the original order has returned to our warehouse in Japan will we be able to send it out again. Please email firstname.lastname@example.org to make sure we have the correct address.
If I received my order and noticed a mistake, how can i get it fixed? Coordinatesjapan makes a mistake on your order, we will do everything possible to correct our blunder. Please contact us through our email email@example.com with your name, order number, and what error occurred (pictures encouraged!) so that we can make it up to you ASAP. In case the mistake was on the customer's side, you will need to cover the costs of reshipment.
I entered the wrong address/engraving/color, can I change it? Please email us right when the order is placed, we may be able to correct the address. But for product variants, colors or engravings, we are not able to change it after the order is placed.
please see part of our terms of service below:
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store.
You agree that after your order is placed, it is not possible to change address, product variant or engraving. You agree to select the right intended products and variants before completing your order, as well as providing the correct address.
How long does shipping take?
As a general rule, we will ship the item the next business day after you place your order. Delivery service is closed on Sundays and public holidays. Although it depends on the delivery address, it will take about 1-2 business days (Japan) and 3-7 business days (worldwide) from the date of ordering. (excluding remote islands)
For customized products:
Step 1: You place an order.
Step 2: Processing & production (5-10 Business days)
Step 3: Shipping time (1-2 business days in Japan only) (3-7 business days worldwide, depending on your location)
Step 4: Package arrives at your door
Most times of the year, we will ship your order within 2-7 business days from the time you placed it. It takes up to 10 business days per piece to be created due to its custom-made nature. After that, it will be shipped. During busy seasons it can take longer and shipping time estimates will be updated during checkout. We may also offer expedited shipping to help your order arrive faster during these holiday seasons. Standard shipping generally takes about 1-2 business days after your order is created, processed, and shipped within Japan and 3-7 business days internationally. We ship all of our packages from our Tokyo warehouse and exact shipping time is based on your proximity to our location. In this Amazon Prime age, we know folks are used to 2-day shipping. We'd love to get there, but in our quest for the most sustainable and impactful model possible, this is not something we can pull off at this time. If we can find a sustainable solution that gets us there, we'll do it!
Do you ship worldwide? Yes! We ship to most countries in the world. Packages shipped to international addresses generally take 10-14 business days to arrive after your order is processed. Note that often orders will be passed to and delivered by your country's local post office. We ship from our warehouse in Tokyo, Japan.
What material are the products made from? We are committed to making our products from natural materials that are ethically sourced and preserve a unique cultural and artistic legacy for the next generation.
We only use Stainless Steel and they're coated in 14k Gold or 14k Rose Gold, the Silver one is pure stainless steel with a protective coating. They do not corrode/rust in water/humid climates, so don't worry!
Are Coordinates™ cuffs "one size fits all"? YES! You can adjust the cuffs by the two flexible metal ends. They are high-quality and flexible, so they will not break under any circumstance. They are even waterproof!
Do you offer wholesale/bulk orders? Yes, we do offer accommodate bulk ordering/wholesale and we love working with companies to make their unique pieces come to life! Your company can work alongside Coordinatesjapan. Please email firstname.lastname@example.org to get started.
For all other customer service inquiries or questions, please email email@example.com